Gutted with BT (chairmans complaints team)

Hello i joined BT broadband option 3 last sept even during the trial period the service was really good.
About a month into the service 4,8mb(stable) the ip profile totally went nuts
ranging from 6.3mb down to 1.5mb
hours of on the phone to tech support getting no answers to what on earth was going on,in the end they gave me a newhub.
the problem came back and i got the chairmans complaints team in on it via Ofcom.
things came better for a while but again the problem is back i had a call from that same team tonight basically didnt care and all they offered me was cutting the service without holding me to term.
whilst that in itself is good what troubles me whatever the problem is surley will be there with another ISP i join,so is the answer something like ukonline with a 2mb service@ 14.99 per month the service might be crud but least not paying a fortune for it.
but in all honesty im very suprised by the little interest taken in trying to get this problem sorted

Sounds more like you're having severe line trouble. Do you get crackling on the phone? BT would need to sort that out (though if you tell them it's affecting ADSL they'll lose interest and say they don't have to fix it).

Aye i have been getting a dreadful humming noise on the phone.
1st thing i did was change the filter but its still there,apparently i loose the service this thursday which seems freaky quick its only like 3 days but i read on the front of ADSLguide about the new code of practise with such matters.
i will for sure go down the line fault route before going with another ISP the service again today simply isnt worth having according to sam knows
im 2.04km away from the exchange.
but theres a rumour going around the site (new place) that maybe the cable they used isnt a good quality it seems a few others are now saying about the cruddy ADSL connection.

Humming is a symptom of an unbalanced cable. Have you tried the router directly in the test socket?

yep it was one of the 1st things they asked,
ive goto be fair ive found the tech support side of things to be very good the problem has been the amount of time ive spent on the phone to them.
im just really shocked how they decided to take the easy way out straight away.by the flaws that are showing in this house im just wondering how good the wiring is on the phone to be honest.

The easy way out is to hold you to term which they haven't done. If BT are not able to get an engineer out to look at the problem, perhaps it is time to take the mac and see if a different provider can.

ATJ003,
Have BT sent an engineer out to look at it?
When I eventually got through to them, they sent out BT Open Reach on at least 3 occasions. I was dealing the BT vision help desk, backed up by some emails to senior people in BT, which seemed to have got me a very attentive service (daily calls at 1 point!).

See my previous posts for details...

Regards

jawdrops

Edited by jawdrops (Tue 11-Mar-08 23:22:32)

thats why ive been gutted when the chap from this dept rung the 1st line was 'lets try and get this problem sorted once and for all',so i thought finally im going to get the problem fixed or at least know what the problem was.
he asked me to hold as he wanted to check back over the history of the case
i know for a fact a good 60+hours have gone on the phone to tech support.
he came back and said right ive got 2 options open for you
we either retrain youre line for the 10 day period or we can let you go without holding you to term this would be under the cease and reprovide (no mac)
i was quite taken aback after the positive start to the telephone call.
when i pressed about someone coming out to see i got a very half hearted 'i cant see that solving the problem'.
tbh i had little choice the only good thing is they arent holding me to term but i am very suprised i was under the impression BT fought tooth and nail to keep customers this guy just didnt care.

Edited by deleted (Wed 12-Mar-08 00:04:42)

The response you received suggests to me that a) they read BT issue notes pertaining to you and your neighbourhood (you mentioned local issues with adsl) that made them want to back out or b) they couldnt be arsed. Ive always had superb service form Chairman/CEO team so Im suprised at the options they gave you.

Anyway, have you tried turning OFF ALL power to your property and connecting a good old fashioned wired phone to the test socket and listening to the line after pressing any one digit?

That may, if the noise goes away, tell you that you have some internal interference. This may be caused by electric motors (think fridges etc), flourescent lights including energy saver lamps, power supplies/wallwarts (these are well known for noise), thermostats and a hundred other things. Humming is unusual though, if you are able to tell, does it sound like a "mains hum" ie 50Hz? Is it constant tone or does it vary in volume/frequency? Do neighbours have the same? Any other info would be useful.

If the hum stays its coming from outside your property and could be caused by a faulty power transformer in the area.

As others said getting BT to fix your issue because its affecting your voice service is the easiest way to get anything sorted.

Keep posting and good luck!

sounds like BTW have advised BT retail that the fault cannot be fixed and are offering BT retail 2 options we cease the adsl circuit (not good as this will black tag the premises meaning you will never ever get adsl service at that address again) or put up and shut up i.e this si the best we can do keep it and pay for it and we will no longer accept fault reports on the adsl circuit.

hence your offer of release from your account without contractula charges, oh btw the cease and reprovide from BT retail to a n other isp will not invoke the BTW cease as mentioned above.